{"id":"amazon","page":"https://escalate.alexgaoth.com/#/c/amazon","html":"https://escalate.alexgaoth.com/c/amazon/","generated":"2026-10-15","company":{"id":"amazon","name":"Amazon","aliases":["amazon.com","amazon prime","prime","amazon marketplace","amzn"],"sector":"retail","also_sectors":["subscription"],"parent":"Amazon.com, Inc.","website":"https://www.amazon.com","official_domains":["amazon.com","aboutamazon.com"],"security":{"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Amazon sells its own stock and third-party sellers' stock on the same site. Returns and missing-item claims for third-party orders go to the seller first, then to the A-to-z Guarantee. In September 2025 Amazon settled the FTC's Prime enrollment and cancellation case ($2.5 billion); refunds under that settlement are automatic through April 2027. Amazon blocks automated fetches of its help pages; values below come from Amazon search results and aboutamazon.com.","channels":[{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"},{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"},{"id":"returns-center","type":"portal","label":"Return items you ordered (start from Your Orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","purposes":["refund_request","damaged_item"],"access":"login","notes":"Go to Your Orders, choose the item, select the return option, pick a reason, refund or replacement, and a return method. Gift recipients use the 17-digit order number from the packing slip or digital gift receipt.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"},{"id":"replace-damaged-item","type":"portal","label":"Replace a damaged, defective, or broken item","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","purposes":["damaged_item"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","last_verified":"2026-10-12"},{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"id":"prime-cancel","type":"portal","label":"How to cancel Amazon Prime (links to the cancel flow)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GTJQ7QZY7QL2HK4Y","purposes":["cancel_service"],"access":"login","notes":"Path for direct sign-ups: Your Memberships and Subscriptions, select the subscription, Manage Subscription, then Cancel Subscription under Advanced Controls. A Prime membership bought through a third party (for example Google Play) must be cancelled there.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GU8AWX4GDKM7QGTE","last_verified":"2026-10-12"},{"id":"report-suspicious","type":"portal","label":"Report suspicious activity","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","purposes":["unauthorized_charge","account_access"],"access":"login","notes":"From the Customer Service page select \"Report Something Suspicious\". Use \"Identify an Amazon Charge\" (nodeId=GSNBBJP63SM65UDB) first to match the charge to an order or subscription.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","last_verified":"2026-10-12"},{"id":"ftc-prime-refund-administrator","type":"phone","label":"FTC v. Amazon Prime settlement refund administrator","value":"+1-888-999-8094","purposes":["cancel_service","refund_request"],"notes":"For the 2025 FTC Prime settlement only. Website www.SubscriptionMembershipSettlement.com. No claim is needed; payments are automatic.","source":"https://www.ftc.gov/enforcement/refunds/amazon-refunds","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-contact"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Start the return from Your Orders within the return window; the refund follows Amazon's receipt and processing of the item.","evidence":["order number","return authorization or QR code","drop-off receipt or tracking number"],"steps":[{"do":"Open Your Orders, select the item, and start the return. Choose refund or replacement and a drop-off method.","channel":"returns-center"},{"do":"Keep the drop-off receipt or tracking number until the refund posts."},{"do":"For a third-party seller order, the seller reviews the request first. If the seller does not respond within 48 hours, or refuses an approved return method, request an A-to-z Guarantee refund.","channel":"a-to-z-claim"},{"do":"If the refund does not post after the item is received, contact customer service by chat or phone.","channel":"help-contact"},{"do":"If Amazon still does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most items can be returned for a refund or replacement within 30 days of delivery, in original or unused condition.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For the 2025 holiday season, most items purchased November 1 through December 31, 2025 could be returned until January 31, 2026; Apple-branded products until January 15, 2026.","issues":["refund_request"],"source":"https://www.aboutamazon.com/news/retail/amazon-holiday-return-policy-2025","last_verified":"2026-10-12"},{"kind":"process","claim":"After Amazon issues a refund, it reaches an Amazon Gift Card balance in 2-3 hours and a credit card in 3-5 business days; a prepaid card can take up to 30 days.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B","last_verified":"2026-10-12"},{"kind":"process","claim":"It can take up to 30 days for Amazon to receive and process a return.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B","last_verified":"2026-10-12"}]},{"issue":"lost_package","summary":"For an Amazon-sold order, ask customer service for a refund or replacement; for a third-party order, contact the seller, then file an A-to-z claim.","evidence":["order number","tracking history","delivery photo if any","messages with the seller"],"steps":[{"do":"Check the tracking page and the delivery location. Confirm the shipping address on the order."},{"do":"For an order sold by Amazon, report the missing package through Help & Contact and ask for a refund or replacement.","channel":"help-contact"},{"do":"For a third-party seller order, contact the seller from Your Orders. If the seller does not resolve it, file an A-to-z Guarantee claim from the order (Problem with order, then the reason, then Request refund).","channel":"a-to-z-claim"},{"do":"If the claim is denied and you were charged, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"You have up to 90 days after the maximum estimated delivery date to request a refund under the A-to-z Guarantee.","issues":["lost_package","damaged_item","refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"kind":"policy","claim":"The A-to-z Guarantee covers orders from third-party sellers.","issues":["lost_package","damaged_item"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"kind":"process","claim":"If a third-party seller's order is returned as undeliverable and the seller does not resolve it or respond within two business days, you may be eligible for an A-to-z refund.","issues":["lost_package"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GCC7G9HKYQBZT5FX","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Request a replacement or return from Your Orders; third-party seller items go through the seller, then A-to-z.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and the box before you discard anything."},{"do":"Use the replace or return option on the order and select the damaged or defective reason.","channel":"replace-damaged-item"},{"do":"For a third-party seller, if the seller does not offer an approved return method or does not respond within 48 hours, file an A-to-z claim.","channel":"a-to-z-claim"}],"facts":[{"kind":"policy","claim":"For a return to a third-party seller, if the seller does not respond within 48 hours you can request an A-to-z Guarantee refund in some cases, such as no approved return method for a damaged, defective or not-as-described item.","issues":["damaged_item","refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Prime online from Your Memberships and Subscriptions; refunds depend on benefit use since the last charge.","evidence":["cancellation confirmation screen or email","date of cancellation","card statement with later charges"],"steps":[{"do":"Go to Your Memberships and Subscriptions, select Prime, Manage Subscription, and Cancel Subscription. For a free trial, choose to end the trial and benefits.","channel":"prime-cancel"},{"do":"Save the confirmation screen or email. The cancel flow shows the refund amount before you confirm."},{"do":"If you joined through a third party (for example Google Play), cancel with that provider."},{"do":"Dispute any Prime charge made after the cancellation date with Amazon, then with the card issuer.","channel":"help-contact"},{"do":"If cancellation was blocked, report it to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"If you cancel Prime within 3 business days of signing up or converting from a free trial, Amazon refunds the full fee but may withhold the value of Prime benefits used in that period.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP","last_verified":"2026-10-12"},{"kind":"policy","claim":"After the first 3 business days, Prime is refunded in full only if you and your account made no eligible purchases and used no Prime benefits since the latest membership charge; otherwise the fee is non-refundable except as the Prime Terms state.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP","last_verified":"2026-10-12"},{"kind":"process","claim":"Amazon's cancel help page says paid members who have not used their benefits get a full refund of the current period, processed in three to five business days.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GTJQ7QZY7QL2HK4Y","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Under the FTC Prime settlement, eligible U.S. Prime customers (challenged sign-up flow or failed online cancellation between June 23, 2019 and June 23, 2025) get automatic refunds through April 2027; no claim is needed and payments expire 60 days after issue.","issues":["cancel_service"],"source":"https://www.ftc.gov/enforcement/refunds/amazon-refunds","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Match the charge to an order or subscription first; if it is fraud, report it to Amazon and to your card issuer.","evidence":["card statement line","Amazon order history","list of household members with card access"],"steps":[{"do":"Use Identify an Amazon Charge and your order and subscription history to match the charge. Check Prime and Prime Video renewals and other household orders."},{"do":"If it is not yours, report it through Report Something Suspicious and ask for a refund.","channel":"report-suspicious"},{"do":"Tell your card issuer at once and ask for a dispute and a new card if needed."},{"do":"Report fraud to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"}]}],"facts":[{"kind":"process","claim":"Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM","last_verified":"2026-10-12"}],"known_blockers":["Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.","Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page."]},"playbooks":{"refund_request":{"company":{"id":"amazon","name":"Amazon","sector":"retail","website":"https://www.amazon.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Start the return from Your Orders within the return window; the refund follows Amazon's receipt and processing of the item.","evidence":["order number","return authorization or QR code","drop-off receipt or tracking number"],"steps":[{"do":"Open Your Orders, select the item, and start the return. Choose refund or replacement and a drop-off method.","channel":{"id":"returns-center","type":"portal","label":"Return items you ordered (start from Your Orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","purposes":["refund_request","damaged_item"],"access":"login","notes":"Go to Your Orders, choose the item, select the return option, pick a reason, refund or replacement, and a return method. Gift recipients use the 17-digit order number from the packing slip or digital gift receipt.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"}},{"do":"Keep the drop-off receipt or tracking number until the refund posts."},{"do":"For a third-party seller order, the seller reviews the request first. If the seller does not respond within 48 hours, or refuses an approved return method, request an A-to-z Guarantee refund.","channel":{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"}},{"do":"If the refund does not post after the item is received, contact customer service by chat or phone.","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"do":"If Amazon still does not refund, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"},{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"},{"id":"returns-center","type":"portal","label":"Return items you ordered (start from Your Orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","purposes":["refund_request","damaged_item"],"access":"login","notes":"Go to Your Orders, choose the item, select the return option, pick a reason, refund or replacement, and a return method. Gift recipients use the 17-digit order number from the packing slip or digital gift receipt.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"},{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"id":"ftc-prime-refund-administrator","type":"phone","label":"FTC v. Amazon Prime settlement refund administrator","value":"+1-888-999-8094","purposes":["cancel_service","refund_request"],"notes":"For the 2025 FTC Prime settlement only. Website www.SubscriptionMembershipSettlement.com. No claim is needed; payments are automatic.","source":"https://www.ftc.gov/enforcement/refunds/amazon-refunds","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Most items can be returned for a refund or replacement within 30 days of delivery, in original or unused condition.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For the 2025 holiday season, most items purchased November 1 through December 31, 2025 could be returned until January 31, 2026; Apple-branded products until January 15, 2026.","issues":["refund_request"],"source":"https://www.aboutamazon.com/news/retail/amazon-holiday-return-policy-2025","last_verified":"2026-10-12"},{"kind":"process","claim":"After Amazon issues a refund, it reaches an Amazon Gift Card balance in 2-3 hours and a credit card in 3-5 business days; a prepaid card can take up to 30 days.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B","last_verified":"2026-10-12"},{"kind":"process","claim":"It can take up to 30 days for Amazon to receive and process a return.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B","last_verified":"2026-10-12"},{"kind":"process","claim":"Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration.","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.","Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page."],"security":{"official_domains":["amazon.com","aboutamazon.com"],"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.939,"sources":{"primary":46,"reference":2,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Amazon sells its own stock and third-party sellers' stock on the same site. Returns and missing-item claims for third-party orders go to the seller first, then to the A-to-z Guarantee. In September 2025 Amazon settled the FTC's Prime enrollment and cancellation case ($2.5 billion); refunds under that settlement are automatic through April 2027. Amazon blocks automated fetches of its help pages; values below come from Amazon search results and aboutamazon.com.","warnings":[]},"lost_package":{"company":{"id":"amazon","name":"Amazon","sector":"retail","website":"https://www.amazon.com","account_url":null},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"For an Amazon-sold order, ask customer service for a refund or replacement; for a third-party order, contact the seller, then file an A-to-z claim.","evidence":["order number","tracking history","delivery photo if any","messages with the seller"],"steps":[{"do":"Check the tracking page and the delivery location. Confirm the shipping address on the order."},{"do":"For an order sold by Amazon, report the missing package through Help & Contact and ask for a refund or replacement.","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"do":"For a third-party seller order, contact the seller from Your Orders. If the seller does not resolve it, file an A-to-z Guarantee claim from the order (Problem with order, then the reason, then Request refund).","channel":{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"}},{"do":"If the claim is denied and you were charged, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"},{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"},{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"You have up to 90 days after the maximum estimated delivery date to request a refund under the A-to-z Guarantee.","issues":["lost_package","damaged_item","refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"kind":"policy","claim":"The A-to-z Guarantee covers orders from third-party sellers.","issues":["lost_package","damaged_item"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"kind":"process","claim":"If a third-party seller's order is returned as undeliverable and the seller does not resolve it or respond within two business days, you may be eligible for an A-to-z refund.","issues":["lost_package"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GCC7G9HKYQBZT5FX","last_verified":"2026-10-12"},{"kind":"process","claim":"Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration.","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.","Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page."],"security":{"official_domains":["amazon.com","aboutamazon.com"],"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.939,"sources":{"primary":46,"reference":2,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Amazon sells its own stock and third-party sellers' stock on the same site. Returns and missing-item claims for third-party orders go to the seller first, then to the A-to-z Guarantee. In September 2025 Amazon settled the FTC's Prime enrollment and cancellation case ($2.5 billion); refunds under that settlement are automatic through April 2027. Amazon blocks automated fetches of its help pages; values below come from Amazon search results and aboutamazon.com.","warnings":[]},"damaged_item":{"company":{"id":"amazon","name":"Amazon","sector":"retail","website":"https://www.amazon.com","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Request a replacement or return from Your Orders; third-party seller items go through the seller, then A-to-z.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and the box before you discard anything."},{"do":"Use the replace or return option on the order and select the damaged or defective reason.","channel":{"id":"replace-damaged-item","type":"portal","label":"Replace a damaged, defective, or broken item","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","purposes":["damaged_item"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","last_verified":"2026-10-12"}},{"do":"For a third-party seller, if the seller does not offer an approved return method or does not respond within 48 hours, file an A-to-z claim.","channel":{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"},{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"},{"id":"returns-center","type":"portal","label":"Return items you ordered (start from Your Orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","purposes":["refund_request","damaged_item"],"access":"login","notes":"Go to Your Orders, choose the item, select the return option, pick a reason, refund or replacement, and a return method. Gift recipients use the 17-digit order number from the packing slip or digital gift receipt.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"},{"id":"replace-damaged-item","type":"portal","label":"Replace a damaged, defective, or broken item","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","purposes":["damaged_item"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","last_verified":"2026-10-12"},{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"For a return to a third-party seller, if the seller does not respond within 48 hours you can request an A-to-z Guarantee refund in some cases, such as no approved return method for a damaged, defective or not-as-described item.","issues":["damaged_item","refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU","last_verified":"2026-10-12"},{"kind":"process","claim":"Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration.","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.","Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page."],"security":{"official_domains":["amazon.com","aboutamazon.com"],"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.939,"sources":{"primary":46,"reference":2,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Amazon sells its own stock and third-party sellers' stock on the same site. Returns and missing-item claims for third-party orders go to the seller first, then to the A-to-z Guarantee. In September 2025 Amazon settled the FTC's Prime enrollment and cancellation case ($2.5 billion); refunds under that settlement are automatic through April 2027. Amazon blocks automated fetches of its help pages; values below come from Amazon search results and aboutamazon.com.","warnings":[]},"cancel_service":{"company":{"id":"amazon","name":"Amazon","sector":"retail","website":"https://www.amazon.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel Prime online from Your Memberships and Subscriptions; refunds depend on benefit use since the last charge.","evidence":["cancellation confirmation screen or email","date of cancellation","card statement with later charges"],"steps":[{"do":"Go to Your Memberships and Subscriptions, select Prime, Manage Subscription, and Cancel Subscription. For a free trial, choose to end the trial and benefits.","channel":{"id":"prime-cancel","type":"portal","label":"How to cancel Amazon Prime (links to the cancel flow)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GTJQ7QZY7QL2HK4Y","purposes":["cancel_service"],"access":"login","notes":"Path for direct sign-ups: Your Memberships and Subscriptions, select the subscription, Manage Subscription, then Cancel Subscription under Advanced Controls. A Prime membership bought through a third party (for example Google Play) must be cancelled there.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GU8AWX4GDKM7QGTE","last_verified":"2026-10-12"}},{"do":"Save the confirmation screen or email. The cancel flow shows the refund amount before you confirm."},{"do":"If you joined through a third party (for example Google Play), cancel with that provider."},{"do":"Dispute any Prime charge made after the cancellation date with Amazon, then with the card issuer.","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"do":"If cancellation was blocked, report it to the FTC and your state attorney general.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"},{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"},{"id":"prime-cancel","type":"portal","label":"How to cancel Amazon Prime (links to the cancel flow)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GTJQ7QZY7QL2HK4Y","purposes":["cancel_service"],"access":"login","notes":"Path for direct sign-ups: Your Memberships and Subscriptions, select the subscription, Manage Subscription, then Cancel Subscription under Advanced Controls. A Prime membership bought through a third party (for example Google Play) must be cancelled there.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GU8AWX4GDKM7QGTE","last_verified":"2026-10-12"},{"id":"ftc-prime-refund-administrator","type":"phone","label":"FTC v. Amazon Prime settlement refund administrator","value":"+1-888-999-8094","purposes":["cancel_service","refund_request"],"notes":"For the 2025 FTC Prime settlement only. Website www.SubscriptionMembershipSettlement.com. No claim is needed; payments are automatic.","source":"https://www.ftc.gov/enforcement/refunds/amazon-refunds","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"If you cancel Prime within 3 business days of signing up or converting from a free trial, Amazon refunds the full fee but may withhold the value of Prime benefits used in that period.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP","last_verified":"2026-10-12"},{"kind":"policy","claim":"After the first 3 business days, Prime is refunded in full only if you and your account made no eligible purchases and used no Prime benefits since the latest membership charge; otherwise the fee is non-refundable except as the Prime Terms state.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP","last_verified":"2026-10-12"},{"kind":"process","claim":"Amazon's cancel help page says paid members who have not used their benefits get a full refund of the current period, processed in three to five business days.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GTJQ7QZY7QL2HK4Y","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Under the FTC Prime settlement, eligible U.S. Prime customers (challenged sign-up flow or failed online cancellation between June 23, 2019 and June 23, 2025) get automatic refunds through April 2027; no claim is needed and payments expire 60 days after issue.","issues":["cancel_service"],"source":"https://www.ftc.gov/enforcement/refunds/amazon-refunds","last_verified":"2026-10-12"},{"kind":"process","claim":"Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration.","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.","Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page."],"security":{"official_domains":["amazon.com","aboutamazon.com"],"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.939,"sources":{"primary":46,"reference":2,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Amazon sells its own stock and third-party sellers' stock on the same site. Returns and missing-item claims for third-party orders go to the seller first, then to the A-to-z Guarantee. In September 2025 Amazon settled the FTC's Prime enrollment and cancellation case ($2.5 billion); refunds under that settlement are automatic through April 2027. Amazon blocks automated fetches of its help pages; values below come from Amazon search results and aboutamazon.com.","warnings":[]},"unauthorized_charge":{"company":{"id":"amazon","name":"Amazon","sector":"retail","website":"https://www.amazon.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Match the charge to an order or subscription first; if it is fraud, report it to Amazon and to your card issuer.","evidence":["card statement line","Amazon order history","list of household members with card access"],"steps":[{"do":"Use Identify an Amazon Charge and your order and subscription history to match the charge. Check Prime and Prime Video renewals and other household orders."},{"do":"If it is not yours, report it through Report Something Suspicious and ask for a refund.","channel":{"id":"report-suspicious","type":"portal","label":"Report suspicious activity","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","purposes":["unauthorized_charge","account_access"],"access":"login","notes":"From the Customer Service page select \"Report Something Suspicious\". Use \"Identify an Amazon Charge\" (nodeId=GSNBBJP63SM65UDB) first to match the charge to an order or subscription.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","last_verified":"2026-10-12"}},{"do":"Tell your card issuer at once and ask for a dispute and a new card if needed."},{"do":"Report fraud to the FTC at ReportFraud.ftc.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"},{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"},{"id":"report-suspicious","type":"portal","label":"Report suspicious activity","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","purposes":["unauthorized_charge","account_access"],"access":"login","notes":"From the Customer Service page select \"Report Something Suspicious\". Use \"Identify an Amazon Charge\" (nodeId=GSNBBJP63SM65UDB) first to match the charge to an order or subscription.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration.","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.","Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page."],"security":{"official_domains":["amazon.com","aboutamazon.com"],"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.939,"sources":{"primary":46,"reference":2,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Amazon sells its own stock and third-party sellers' stock on the same site. Returns and missing-item claims for third-party orders go to the seller first, then to the A-to-z Guarantee. In September 2025 Amazon settled the FTC's Prime enrollment and cancellation case ($2.5 billion); refunds under that settlement are automatic through April 2027. Amazon blocks automated fetches of its help pages; values below come from Amazon search results and aboutamazon.com.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration.","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["amazon.com","aboutamazon.com"],"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.939,"sources":{"primary":46,"reference":2,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Amazon — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/amazon.md","markdown":"## In short\n\nStart every problem from Your Orders or the Help & Contact chat while signed in; most returns and missing-package cases are handled there. For an order from a third-party seller, contact the seller first, then file an A-to-z Guarantee claim within 90 days of the latest estimated delivery date. Prime refunds depend on whether you used benefits since the last charge. Amazon never asks for your password, a one-time code, gift cards or remote access, so treat any call or text that does as a scam.\n\n## How complaints actually go\n\n- Customer service runs through the signed-in Help & Contact page (chat and callback). The page description also lists the phone number 1-888-280-4331. [Amazon Help & Contact](https://www.amazon.com/hz/contact-us/foresight/hubgateway/)\n- For a third-party seller order, the seller reviews a return first. If the seller does not respond within 48 hours, or does not offer an approved return method for a damaged, defective or not-as-described item, you can request an A-to-z Guarantee refund. [Amazon: returns to third-party sellers](https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU)\n- An A-to-z Guarantee claim can be filed up to 90 days after the maximum estimated delivery date. [Amazon A-to-z Guarantee](https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV)\n- Amazon says it can take up to 30 days to receive and process a return; after the refund is issued, it reaches a credit card in 3-5 business days and a prepaid card can take up to 30 days. [Amazon: refund timelines](https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B)\n- Before arbitration, Amazon's Conditions of Use require contact with customer service, then a Notice of Dispute through Amazon's claim form and 60 days of negotiation. JAMS administers arbitration, and small claims court is excepted. [Amazon Conditions of Use](https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM)\n\n## What tends to work\n\n- For an unknown charge, match it first with \"Identify an Amazon Charge\" and your order and subscription history; if it is not yours, report it through Report Something Suspicious and tell your card issuer. [Amazon: report suspicious activity](https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo)\n- Cancel Prime within 3 business days of signing up or of a free trial converting to get the full fee back (Amazon may withhold the value of benefits used). After that, a full refund needs no eligible purchases and no benefit use since the last charge. [Amazon: Prime refunds](https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP)\n- Check a suspicious message by going to the Amazon app or website yourself: Amazon says it takes payment only in its app, on its website or in its stores, and will not call to ask you to pay or make a bank transfer on another website. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n\n## Traps and fine print\n\n- Most items have a 30-day return window from delivery, in original or unused condition. [Amazon: returns](https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF)\n- A Prime membership bought through a third party (for example Google Play) must be cancelled with that third party. [Amazon: cancel Prime](https://www.amazon.com/gp/help/customer/display.html?nodeId=GU8AWX4GDKM7QGTE)\n- Help pages, Your Orders, A-to-z claims and the Prime cancel flow need the account holder's sign-in, and Amazon help pages block automated readers, so an agent usually has to hand these steps to the person. [Amazon Help & Contact](https://www.amazon.com/gp/help/customer/display.html?nodeId=508510)\n\n## By the numbers\n\n- FTC Prime case: Amazon settled for $2.5 billion in September 2025. Eligible U.S. Prime customers (challenged sign-up flow or failed online cancellation between June 23, 2019 and June 23, 2025) get automatic refunds through April 2027; no claim is needed. [FTC: Amazon refunds](https://www.ftc.gov/enforcement/refunds/amazon-refunds)\n- ACSI 2026 (interviews through December 2025): Amazon scored 82 out of 100 among online retailers, down from 83; the online retail industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- BBB Scam Tracker: Amazon was the No. 2 most impersonated organization or brand in 2025, with 1,361 reports (PayPal was No. 1). [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n- Amazon's own 2025 data: impersonation reports in Q4 2025 were 36% below the Q1 peak; account takeover tactics were 28% of reported scams in 2025. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n\n## Scams that target customers\n\n- Fake order confirmations, shipping notices, refund offers, Prime renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n- Amazon says it will never ask for your password or sign-in one-time code, never ask you to verify account information or log in through an email link, and never request sensitive information outside its website or app. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n- Amazon says it will never ask you to buy a gift card, does not take payment by phone or email, and will not ask you to install software or give remote access to reach customer service. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n- Fake Amazon customer service accounts on social media; Amazon customer service does not ask you to click external links or move to private messages. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n- Report through Amazon's self-service reporting tool if you are a customer, or by email to reportascam@amazon.com if you are not. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n"},"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}